Consumers Expect Transparency With GenAI

Consumers across the globe strongly believe that digital experiences like virtual assistants, chatbots, and smart search functions utilize AI technology. Among online adults who have heard of or used generative AI (genAI), an overwhelming majority agree that companies should disclose when they use it for consumer interactions. While awareness of genAI grows in tandem with the accessibility and usage of genAI tools, skepticism and distrust still persist. Transparency from companies is still essential, even as AI experiences have proliferated many facets of consumers’ lives. This is a snapshot of Forrester’s data on global online adults’ expectations for genAI in consumer interactions.